Support
AltoSwap support
Most questions are answered by the status page. If yours is not, write to us. You do not need an account, only your swap ID.
Track a swap
See the live status with your swap ID.
OpenSwap taking long?
The usual causes, and what to do at each status.
OpenFAQ
Fees, limits, memos, KYC ratings and more.
Open
Contact support
Email us and include:
- your swap ID;
- the transaction hash of your deposit, if you have sent it;
- one sentence about what you expected to happen.
Never send a seed phrase or private key to anyone. AltoSwap support will never ask for them, or for identity documents.
Good to know
- Act within 14 days. Swap records are deleted after that to protect your privacy, and a deleted swap cannot be looked up.
- The exchange holds the funds, not us. We escalate your case to the provider that executed the swap and follow it up.
- Confirmations take time. A swap cannot start before the network confirms your deposit. Check it in a block explorer first.